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Question:
The emergence of the Service sector followed by stiff competition in the industry has brought about the need to be supported with immediate service recovery strategies in case of service failures.
a) Define the term service recovery.
b) What are likely to be the expectations of customers following a complaint?
c) Briefly explain the benefits of a service guarantee?
Question 1: Critically examine the importance of product design, New Product Development (NPD) and explain the reasons for failures in NPD and how would you overcome them?
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